What happens next?
University Hospitals Coventry and Warwickshire NHS Trust
Someone will read what you have said has happened.
Tell us what you think You will get a letter or telephone call telling you we have received your letter.
How to say what was good Your complaint will be looked into and we will find out what has gone wrong and what we can do to make things better for you.
How to say what was bad
This leaflet was produced in partnership with UHCW’s Patient Experience Team, Health Information Team, the Trust’s Equality and Diversity Team, Grapevine Coventry and Coventry and Warwickshire Partnership NHS Trust. Smoking is not allowed inside or outside of the hospital. If you smoke and would like help quitting please call: 024 7696 4760. 4
Published date : Jan 2016 Review date : Jan 2017 Version : 1
print solutions (europe) ltd : 0121 449 8381
If you are still unhappy, please tell us and we will help you.
Easy Read Guide
How to say what was good If you are happy with what has happened to you, please tell us.
You can send your positive comments to feedback@uhcw.nhs.uk or call 0800 028 4203.
How to say what was bad If you are not happy with something we have done you can talk to the Patient Advice and Liaison Service which is also known as PALS. PALS is open Monday to Friday between 8.30am - 4.30pm and has an office in the main entrance at University Hospital in Coventry. You can phone us on 0800 028 4203 (24 hour voicemail available). The team will return your call as soon as they can. You can write to PALS: Patient Advice and Liaison Service University Hospitals Coventry and Warwickshire NHS Trust Clifford Bridge Road Coventry, CV2 2DX Or Email: feedback@uhcw.nhs.uk 2
How to make a complaint to the Trust’s complaints team To make a formal complaint about your care please write to: Complaints, University Hospitals Coventry and Warwickshire NHS Trust, Clifford Bridge Road, Coventry, CV2 2DX or email us at feedback@uhcw.nhs.uk.
If you feel that PALS cannot help and you need to make a complaint: If you need help writing a letter of complaint the Independent Complaints Advocacy Service (ICAS) provides a free service which offers independent advice and help if you need it. The contact details are: ICAS for Coventry is provided by Healthwatch Coventry Telephone: 024 7625 2011 Email: info@healthwatchcoventry.co.uk www.healthwatchcoventry.co.uk
ICAS for Warwickshire is provided by POhWER Telephone:0300 456 2370 Email: pohwer@pohwer.net www.pohwer.net 3